Refuse to honour my extended warranty

[scott e]

Ive bought a 5 year extended warranty on a samsung washing machine 4 years ago.  Its already had a motor replaced under warranty and now i need an engineer to look at a heater element issue. I have been asked for proof of warranty in pdf form only then proof of purchase and now proof of warranty again.  This refusal of accepting im covered and not sending an engineer is totally unacceptable.... but where is the complaints process so i can escalate the case. ?  do i need to contact the financial ombudsman? 

[AndrewL]

@scott e: I'm really sorry to hear that you're experiencing issues with your washing machine. If you have registered for the extended warranty then, on occasion, this won't be reflected on our internal system. In this instance the Service Centre, or our Home Appliances Team, will request proof of the extended warranty registration, which will have been sent to your email inbox. If you check your inbox, then you can supply a screenshot of the email, or a copy of any attached documents which contain the relevant information. I understand that this may not be ideal, and apologise for any inconvenience this may cause you. 

[scott e]

Hi Andrew.  Thank you for your reply.  I totally agree with what you said.  This has been my experience, and i have given the evidence of the warranty as a screen shot, asked to resend it as a pdf, then the same with the proof of purchase, and then an email asking for evidence of the warranty.  for 10 days ive gone round in corcles being asked for the same information by different agents again and again.  how can i escate this to a formal complaint and resolve the situation?

[PaulStoner92]

Hi, I had the same issue when I got my microwave oven, I got 2 years warranty and when I registered it, the woman on live chat even confirmed this. I spent a lot of energy and time trying to get it fixed but samsung just wouldn't honor it, even with screenshots/evidence. I hope you have better luck than I did! When I get any new product now I ensure it's registered on the app as it tells you the warranty expiry date on is

It was a gift from my parents and didn't have receipt as it was a Christmas present, but registered it as soon as I got it

[scott e]

thats really bad faith paul and though contract law is messy thats not part of the agreement that a warranty should to be honoured ... thats fundamental.  The fact they just chose to ignor it means theres a legal case of rebuttal but of course,who has the time and money to do that.  I have proven both proof of 5 year warranty the day it expires and proof of purchase. yet theres no policy for escalation or complaint i can find so i think i need to contact the financial ombudsmen and go to tribunal.   I only want my washing machine fixed which is part of the warranty 

[JordanS]

Providing you have supplied both the proof of registration reference and proof of purchase, the warranty team will be working to amend your warranty. For the latest updates on this, we recommend getting back in touch with our Home Appliance team, who will be able to escalate this further if required. 

[scott e]

"Providing you have supplied both the proof of registration reference and proof of purchase, the warranty team will be working to amend your warranty. For the latest updates on this, we recommend getting back in touch with our Home Appliance team, who will be able to escalate this further if required. "

well, jordanS moderator, id love to reply to your helpful comment but i cant as you have locked the post!!!

how do i contact the home appliance team instead of the warranty team?  I have sent over 9 emails with evidence to the warranty team and they keep asking me for the same proof ive already sent them 

[scott e]

"Providing you have supplied both the proof of registration reference and proof of purchase, the warranty team will be working to amend your warranty. For the latest updates on this, we recommend getting back in touch with our Home Appliance team, who will be able to escalate this further if required. "

well, jordanS moderator, id love to reply to your helpful comment but i cant as you have locked the post!!!

[OmegaMutant]

Greetings 👋

You can call Samsung Support on 0333 000 0333. Just listen to the automated message and click on relevant option.

Samsung also have a live chat option via the support page

https://www.samsung.com/uk/support/contact/?srsltid=AfmBOoqZHeNczz8KdSY0UzbXvPtyuCLGy_C1ByKsBFErpb-A...

[AntS]

Looks like the original thread got locked by mistake. I've unlocked it, and merged the two threads.

OmegaMutant has it right about how to contact the Home Appliance team.

[scott e]

thank you OmegaMutant  and AntS. lets see if i can get any resolution